ASB Bank Call Centre Tops Tarpnz Scale

The ASB BANK Call Centre has
achieved the best result ever reached by a Call Centre in
New Zealand following an assessment from TARPnz, specialists
in assessing customer satisfaction and Call Centre
solutions.

ASB BANK was recently awarded the TARPnz “Best
In Class Status” for 2000/2001. It is one of six companies
to have achieved this status since TARP set up in New
Zealand five years ago. TARPnz is part of the international
management group Technical Assistance Research Programme
which has been consulting in the Call Centre field for
nearly 20 years.

“ASB BANK is
the only Call Centre with more than 100 seats to have
achieved this Status. We have completed diagnostic
assessments for more than 50 call centres in top New Zealand
companies since we started here in 1996 but we have never
been able to present this award to a Call Centre the size of
ASB BANK.

“The process of assessment takes around three
weeks and is very complex. Our audit weights them against
global best practice, and seeks a very high level of
customer satisfaction.

“ASB BANK has achieved this
excellence through its focus on people and processes, and is
now maximising performance through investing in some of the
best technology available. By doing that, they are living
their vision of delivering great customer service, and it’s
not often we see a business that can truly deliver
that.”

ASB BANK Group General Manager Direct & Card
Services, James Mitchell, says the award is a feather in the
cap of the 250 Call Centre staff who are committed to making
this grade a consistency.

“We have worked steadily and
hard to achieve this ‘Best In Class Status’, and the team
have every reason to be proud. Our reputation is placed in
the hands of the people we employ, and the technology that
supports them. To achieve this goal is a credit to them and
the results speak for themselves daily from what our
customer research tells us.

“A good example is that for
the duration of 2001 we have had a target of answering more
than 80 per cent of our calls in under 30 seconds, which is
fairly steep given the volume of calls our customer base
generates. To date, the average time has been 15 seconds,
which I think reflects the calibre of our staff and the
systems they work with.

David Sylvester says the
Diagnostic Assessment covers five critical, interdependent
areas of a Call Centre; People and Processes, Computer
Systems Support, Preventative Analysis, and
Telecommunications Support.

“While the ASB Call Centre has
achieved an outstanding result, their customer satisfaction
is obviously very high too, and it’s not just TARPnz who is
saying
that.”

In 1847, ASB opened as the Auckland Savings Bank with the pledge: 'to serve the community; to grow and to help Kiwis grow'. And that is very much what ASB is about today.

ASB is a leading provider of integrated financial services in New Zealand including retail, business and rural banking, funds management and insurance. We lend, protect and invest money for 1.4 million customers and have more than 5000 people working across New Zealand who strive to provide our customers with outstanding services and innovative financial solutions.

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